Listening to the customer : the concept of a service-quality information system

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<rdf:Description>
<dc:creator>Berry, Leonard L.</dc:creator>
<dc:creator>Parasuraman, A.</dc:creator>
<dc:date>1997-03-21</dc:date>
<dc:description xml:lang="es">Sumario: In this paper, the authors discuss the concept of a service-quality information system. They argue that companies need to establish ongoing listening systems using multiple methods among different customer groups. A single service-quality study is a snapshot taken at a point in time and from a particular angle. Deeper insight and more informed decision making come from a continuing series of snapshots taken from various angles and through different lenses, which from the essence of systematic listening</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/51016.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Sistemas de información</dc:subject>
<dc:subject xml:lang="es">Calidad de servicio</dc:subject>
<dc:subject xml:lang="es">Empresas</dc:subject>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Management</dc:subject>
<dc:type xml:lang="es">Artículos y capítulos</dc:type>
<dc:title xml:lang="es">Listening to the customer : the concept of a service-quality information system</dc:title>
<dc:title xml:lang="es">Título: Sloan management review</dc:title>
<dc:relation xml:lang="es">En: Sloan management review. - Boulder. - Spring 1997 ; p. 65-76</dc:relation>
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